Inbound Contact Centers

Deliver resolution at first contact.

Your customers demand first-class service and personalized support across all channels of contact, every time. And so they should. Can your contact center deliver?

Enhance your customer relationships with every interaction.

Do these challenges sound familiar?

High abandoned call rates

Low first-contact resolution

Missed service level targets

High agent turnover

Low customer satisfaction

OpenScape Contact Center meets and beats those challenges by helping you keep pace with customers’ demands, giving you a competitive edge as an intuitive inbound contact center. It’s designed to maximize first-contact resolution through intelligent skills-based routing, along with built-in expert presence and collaboration tools.

Customer service, made simple.

As a multichannel system for routing, tracking and handling customer phone, email and web chat interactions, OpenScape Contact Center provides intelligent skills-based routing, ensuring that all customer contacts are directed to the most qualified person to handle the interaction, as quickly as possible.

The agent and manager interfaces are easy to use and packed with tools to help get the job done. And it meets the demands of today’s multimedia contact center, while keeping pace with future requirements.

Tools to offer world-class customer service.

We provide a single, unified client for administration, management and historical and real-time reporting to simplify operations. OpenScape Contact Center can also be deployed as a virtual contact center by centrally locating it in a data center, or by networking multiple servers together, allowing you to easily scale up to 7,500 agents. And with an integrated IVR, you can provide an automated and intelligent ”front end” to your contact center, without the usual cost and complexity.